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Engaging with and Learning from Customers via Social Media (Loan Repayment/Responsible Borrowing) Digital Engagement Team

Post on 30-Jun-2015

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  • 1. Engaging with and Learning from Customers via Social Media (Loan Repayment/Responsible Borrowing) Digital Engagement Team

2. Where FSA lives on Social Media Facebook YouTube Twitter Visual.ly Storify SlideShare How do you get there? 3. StudentAid.gov Homepage 3 4. Facebook www.facebook.com/FederalStudentAid 4 5. Facebook Post Examples 5 6. Twitter www.twitter.com/FAFSA 6 7. Twitter Post Example 7 Shortened link to info on StudentAid.gov 8. YouTube 8 www.youtube.com/FederalStudentAid 9. Some of our YouTube Playlists 9 10. Visual.ly (FSA Infographics) 10 www.visual.ly/users/federalstudentaid 11. #AskFAFSA Office Hours on Twitter Integrates social media and customer service Different topic each month Tweet questions using #AskFAFSA SMEs available to answer questions live Summarize for those not able to attend 12. Storify 12 www.storify.com/fafsa 13. October Office Hours with the TIVAS 13 14. October Office Hours with the TIVAS 14 15. Blog Posts (Written by FSA Staff) 15 16. Customer Listening What are customers saying and what do we do with the things we hear? Share what we hear via Customer Listening Reports Collaborate with other POCs on content gaps Troubleshoot & resolve customer issues Identify Top 5 Issues were hearing 16 17. Social Media Campaigns Two Loan Repayment Campaigns (Spring & Fall) Messaging about responsible borrowing, repayment plans, FSA tools, repayment estimator, etc. Targeted to specific groups and geographic locations Promoted Facebook posts, promoted tweets, promoted YouTube videos, etc. 17 18. Loan Repayment Campaign (Nov. 6 Dec. 18, 2013) 19. The next battle 19 20. Fighting Back. 20 Have you been contacted by a company offering to help consolidate your student loans for a fee? Consolidation is FREE from the U.S. Dept. of Education: http://studentaid.ed.gov/repay- loans/consolidation Don't disclose your PIN to a 3rd party offering to assist with student loan repayment. Contact your loan servicer: http://studentaid.ed.gov/repay- loans/understand/servicers Have you been offered assistance with student loan repayment and default activities for a fee? Check first with your loan servicer for free help! http://studentaid.ed.gov/repay- loans/understand/servicers If youre having difficulty making student loan payments, contact your servicer first to discuss options before considering a fee based service http://studentaid.ed.gov/repay- loans/understand/servicers 21. Questions and Discussion Susan Thares (202)377-4307 [email protected] 21